DANA GROW-BRADY
Coatesville,PA
Summary
Highly skilled and customer-focused professional with over 20 years of customer service experience. Experienced in overseeing daily operations, managing staff, scheduling and ensuring exceptional service in any position I oversee. Proven ability to create a positive and welcoming atmosphere while providing confidential support too senior / higher-level officials. Dedicated and adaptable with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team.
Overview
21
21
years of professional experience
Work History
General Manager
Nothing Bundt Cakes
Exton, Pennsylvania
01.2025 - Current
- Managed daily operations of the bakery and retail area, ensuring efficient workflow and product quality for a bakery with 1.3MM+of sales
- Managed a staff of 30+scheduling and ensured adequate coverage for all shifts.
- Developed training programs for new team members to enhance skills.
- Managed inventory levels, coordinating supply orders to meet production needs.
- Built and maintained loyal, long-term customer relationships through effective account management. Creating new house accounts and VIP accounts
- Oversaw financial management, including budgeting and profit analysis for the store.
- Monitored compliance with health and safety regulations in food preparation areas.
- Managed and operated all vendor relationships with the community
- Oversaw logistics including venue selection, catering, transportation, and accommodation arrangements.
- Attended and participated in industry events.
- Developed comprehensive marketing strategies aligned with company goals.
- Maintained equipment functionality through regular inspections and timely maintenance.
Business Owner
Sweet Serendipity Cupcakes and Treats
Parkesburg, PA
11.2020 - 11.2023
- Developed business plans and strategies to grow small business.
- Managed staff recruitment, hiring, training, and development.
- Participated in local community activities to promote the brand's visibility and reputation.
- Oversaw all daily operations of small business including customer service, financial management and scheduling.
- Established and maintained relationships with suppliers, clients, and other business partners.
- Reviewed sales reports and adjusted sales activities or expenses to better meet budgets.
- Photographed products for sale and posted pictures online to increase visibility and showcase current product availability.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Delegated work to staff, setting priorities and goals.
- Used excellent verbal/ written skills to engage customers in conversation and effectively determine needs and requirements.
- Ensured compliance with food safety regulations and health codes in the kitchen area.
Relief Manger/Bakery Manager
Giant Food Stores
Carlisle, PA
01.2014 - 11.2020
- Provided guidance and support to staff members in all departments while relieving senior managers.
- Organized team building activities designed to foster collaboration among team members.
- Conducted regular meetings with department heads to review performance, discuss issues, and provide feedback.
- Responded quickly and effectively to customer complaints and inquiries.
- Maintained accurate records of inventory levels for all departments within the facility.
- Monitored employee attendance records on a weekly basis and took appropriate action when needed.
- Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities.
- Mentored newly hired staff in upselling techniques to improve sales.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Managed customer service, addressing complaints and ensuring high satisfaction levels with bakery products and services.
- Scheduled employees for departments
- Determined complete order accuracy by examining merchandise to verify price and quantity.
- Decorated cakes and pastries, baked breads, tarts, and pies, and created specialty desserts.
- Trained new bakery employees to use POS system to document orders, process payments and check progress for customers.
- Monitored staff performance, providing feedback and guidance to ensure quality standards were met.
Front End Manager
Giant Food Stores
Carlisle, PA
10.2004 - 01.2014
- Managed cash flow of store, including cashier operations, bookkeeping and security.
- Maintained important files, running reports and delivering updates to upper management.
- Reviewed employee performance and determined areas in need of improvement.
- Emphasized customer service excellence through ongoing training of front-line team members to improve customer service ratings.
- Organized and updated schedules to optimize coverage for expected customer demands.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Delegated work to staff, setting priorities and goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
Education
High School Diploma -
Pequea Valley High School
Kinzers, PA06-1999
Medical Assisting
Lincoln Technical Institute
Plymouth Meeting, PASkills
- Human Resources
- Customer Service Management
- Employee development and training
- Administrative Skills
- Cash Handling
- Schedule Management
- Bookkeeping
- Billing
- Compliance Monitoring
- POS Software
- Supply and inventory management
- Payroll Management
- Reliable
- Team Leadership
- Staff Management
- Relationship Building
- Creativity
- Multitasking
- Organizational Skills
- Problem-Solving
Timeline
General Manager
Nothing Bundt Cakes
01.2025 - Current
Business Owner
Sweet Serendipity Cupcakes and Treats
11.2020 - 11.2023
Relief Manger/Bakery Manager
Giant Food Stores
01.2014 - 11.2020
Front End Manager
Giant Food Stores
10.2004 - 01.2014
High School Diploma -
Pequea Valley High School
Medical Assisting
Lincoln Technical Institute